Jayanna Marshall

Experience

• 

  PNC

  Jan 2016 - Apr 2019

  • Bank Teller

    Jul 2018 - Apr 2019

  • Customer Relationship Management Representative

    Sept 2017 - Jul 2018

  • Inbound Sales Representative

    Mar 2017 - Sept 2017

  • Branch Appointment Sales Representative

    Sept 2016 - Mar 2017

  • Customer Service Representative II

    Jan 2016 - Sept 2016
• 

  Navy Federal Credit Union

  Apr 2019 - Aug 2019

  Member Service Representative
• 

  Apple Federal Credit Union

  Aug 2019 - Oct 2024

  • Lead the scrum team providing support through all project phases to enhance effectiveness and member satisfaction.• Collaborate with Product Owners, vendors and other stakeholders to gather requirements for the Payments scrum team.• Arrange regular meetings to document action items, follow-up tasks and blockers, thus improving overall team performance and effectiveness.• Conduct sprint retrospectives, capturing lessons learned and implementing improvements for future sprints. • Created and maintained all documentation within the department, including SOPs, manuals and quick start guides for new payment processes and applications.• Engaged as a stakeholder in projects, completing UAT test cases and documentation for new products and services within the department and credit union.• Executed daily balancing and operational procedures for payment products like Zelle, FedNow and RTP. • Performed outbound telephone and email solicitations to leads in order to gain new membership or persuade existing members to use AFCU’s products and services. • Actively sought out and followed up on leads, resulting in a 30% increase in new member engagement and driving growth for the organization. • Consistently exceeded company goals by calling over 100 members per month. • Utilized ITM technology to help service member accounts and solve member issues remotely. • Ensured accuracy and attention to detail in all daily teller operations and maintenance transactions, resulting in a 99% accuracy rate. • Responsible for clerical duties, including mailing certified checks, bank statements, and other important documents promptly.

  • Scrum Master

    Mar 2023 - Oct 2024

  • Money Movement Operations Specialist

    Aug 2022 - Oct 2024

  • Online Membership Advisor

    Dec 2021 - Aug 2022

  • Interactive Teller

    Aug 2019 - Dec 2021
• 

  Tyler Technologies

  Oct 2024 - now

  Implementation Consultant

  • Assist in driving the project based on defined requirements, ensuring the scope of deliverables are met.• Plan, design, manage and execute QA test plans and scripts to ensure successful functionality of the product.• Leverage problem solving skills to ensure project is successful and client’s needs are met when conflicts arise.